Myth Debunked: Technology Leads to, not Detracts from, a Personalized Healthcare Experience

11 months ago

Myth Debunked: Technology Leads to, not Detracts from, a Personalized Healthcare Experience

Over the last few decades, the role of technology in facilitating exceptional healthcare has steadily increased. When COVID-19 struck, however, technology’s role shifted into high gear as businesses across the world leaned on it like never before. Forced to physically distance from their clients, service-oriented companies, in particular, exchanged face-to-face interactions for technology solutions.  

There was a deep concern that all of this technology would lead to a cold, impersonal customer experience. How could we continue to best serve our clients without that personal touch? Contrary to people’s fears, quite the opposite occurred. Companies began to flip the script on COVID-19, using it to create solutions that are, today, accomplishing more than ever for their clients. 

As a company dedicated to the personal wellbeing of every individual we serve, we began to ask ourselves – how could we utilize technology to streamline care coordination in a way that actually personalized and enhanced the healthcare journey? How could we leverage it to further strengthen our role as the vital conduit between healthcare providers, clients and injured workers?  

The answer meant assessing all areas of the company to roll out a multi-faceted solution that benefited everyone involved in the healthcare journey:  

  • Self-Service Online Portal – What better way to personalize the care journey than to empower injured workers to choose their provider(s) and schedule appointments? Each injured worker has their own personalized, online portal that enables them to do just that, as well as check delivery status of medical equipment, provide satisfaction feedback, and chat with a care coordinator.  

  • Ongoing, Proactive Communication – We’ve amplified our use of text messaging, sending thousands of texts to remind injured workers 24-48 hours in advance of a scheduled physical therapy, diagnostic, transportation or language appointment. These enhancements enable injured workers to conveniently confirm or reschedule appointments, thus alleviating unneeded stress throughout their care journey.  

  • Claims Integration – Utilizing application programming interface (API), we’re improving our systems’ ability to talk with those of our clients and providers. This eliminates inefficiencies, establishes data consistency, provides all stakeholders with the same real-time information, and ultimately, leads to faster turnaround times for injured workers. Just as all stakeholders regularly communicate throughout the life of a claim, so must the technology.  

  • Provider Connectivity – Tapping into software such as automated referral management, we are building direct connections between our clients and provider network to quickly, and securely, access and exchange medical documentation on behalf of injured workers. This swift exchange of information means injured workers are less likely to detour from their care journey, ultimately leading to quicker return-to-work timelines.   

Technology isn’t replacing human interaction; it’s enhancing it. For anyone involved in the healthcare journey – physicians and providers, adjusters and nurse case managers, and everyone in between – let’s celebrate and embrace the accomplishments that have come out of the past year. And, let’s use them to fuel our desire to further seek technology advancements that will improve upon one of life’s most important priorities – our health. 

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